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Hello everyone,
I want to share with you my worse-than-a-nightmare experience regarding the HTC support.
My current ticket number is 10USD420004057 in case someone from HTC actually bothers to read this.
I bought my Nexus One the day it was launched, making great efforts to ship it from the US to my country. Then it accumulated a lot of dust under screen and I have decided to let HTC take care of this problem under warranty. I have arranged a phone swap and they sent me a replacement phone. The replacement was basically in "ran by a truck" condition: scratches everywhere, the rear cover would not fit properly ! I have then decided to send the replacement back and send my own phone for repair.
After they finally repaired my phone (about one month later !) they sent it to a wrong address. It was lost. But this is not all ! My previously opened support tickets were changed from my name to another name and there was basically no evidence that I sent my phone to them ! Luckily I had the email notifications from those tickets and also the Google Checkout invoice and I sent them to HTC. Then they said they figured out the problem and they would send a replacement phone over to me. To get to this point, I called every 2-3 days for about a month !
Since then, I keep calling every 2-3 days and also sending emails to them after each call. Every time I call they say "there are no updates". This is happening for over a month !
So my phone is forever lost at HTC and they don't want to send me my phone or another phone back. From the 10 months since I had my Nexus One, it has spent 3 months at HTC before finally being lost.
So I have spent $530 + tax + shipping only to have HTC withold my phone forever.
Right now I am saving money for a Samsung Nexus S but I will still keep calling them every 2-3 days until maybe someone from HTC solves the problem.
This was my nighmare with HTC. My advice to you is DO NOT buy HTC phones ever ! If you ever have a problem with your phone, you're screwed.
PS: when I traveled to the US last year, a friend of mine entered an Apple store with his defective capacitive touchscreen on his first-generation iPhone. They gave him a new iPhone on the spot, in 10 minutes.
Sorry to hear about you're situation mate, sadly things like that can happen. Luckily i've had good experiences, sometimes mentioning legal action can motivate people to send equipment via special delivery
My work gave me a galaxy s which I am loving, shame its got no flash but im looking forward to the nexus s
Sent from my EVO using XDA App
I would contact my credit card issuer, personally.
oh man,this is phucked
that's a horrible situation, but it's believable. I've also heard about the replacement service with Apple. How awesome would that be?!?
On a different note, I'm going to laugh if they release a phone with 2.3 on it, before pushing an OTA to the Nexus One. hahaha
Happened to me, and possibly many other users. Their warehouse is so incompetent that it is not even surprising to hear something like this.
The way I got my phone back: talk to the floor supervisor immediately after the phone call is connected. Then threaten him/her that I'm writing to the newspaper/local stations.
After maybe a month or two, you should have someone contacting you. It took me 5 weeks of doing that, every day.
Contact your credit card company and initiate a chargeback for non delivery. Explain the details of the situation and be sure to explain the length of time its been, and the constant promises of rectification; and specificlly that they have never called you back to let you know whats happening.
If they agree the chargeback, then put a list of the events that have happened, and the people you've spoken to and email a copy with a complaint to the CEO of HTC, and whoever used to be responsible at google for the sale of nexus's just for good measure
comments like 'ill never buy a HTC again' arent that effective in complaint letters, use commnets like 'I appreciate in a large organisation errors can occur and are not always spotted, but i am astonished that once it was brought to your attention your company was incapable of dealing with the situation.'. You can also mention writing to the local press, and wether they would like to be quoted on a response.
Humiliation usually works
You never know your chargeback might go through and they might send u a nexus as a good will gesture.
OP- "After they finally repaired my phone (about one month later !) they sent it to a wrong address. It was lost"
That could easily have been the FedEx delivery man's fault instead of HTC. You need to get a FedEx tracking # from HTC and see the address on it to find out if HTC messed up writing the address or if the FedEx driver messed up delivering it.
I used to work at FedEx and knew of a courier that, eventually, got fired because he knew which boxes were iPhones, not deliver them, but say he did in the computer system, and sell them on craigslist.
does this apply for swap replacements? I went with the swap method, where they place a hold on my credit card. i really need the phone asap. What do you guys think, could they screw me up over? say they never received the package when i send it or what not? i would hate to have a wasted 530 on my credit card statement..
i just realized, if you do the swap method, what happens when they receive your phone they decide its not covered under warranty. do they ask for you to mail back their phone or do they say "eff u. u got a new phone, we're gonna keep your old one and charge you that 530 and tax"
i really hope its not the latter. if its out of the warranty, i rather them ask me to send the phone back and get my messed up one back.
im also getting a warranty swap. phones having some trouble reading a sim.
i've been googling and alot of people seem to have some issues with warranty replacement. some say the phones they receive are in worse condition than their old ones. that its has scratches all over the place. this def does not make me feel good. worse cause the cs lady assured me i wont be able to tell the difference between a new phone. lets hope thats true..
HTC Support was great for me!
I sent my nexus one in last thursday to have the power button repaired, they got it the next day and sent me an email that it was being repaired. This Tuesday I checked the repair site and it said it was repaired, I received it the same day, 5 DAYS, Awesome, I thought. Seems they replaced everything except the mother/logic board. My old screen let dust in between screens, had several dings in casing and digitizer was loose. It came back perfect in less than a week, hope you case turns out ok. I have only good things to say about them so far. And all this was at no cost on a phone i bought used.
I had horrible htc experience myself. They also lost my return phone, after 100 phone calls and few weeks later they found it. bunch of idiots over there.
did they apologize and try to make it up to you?
did you do a swap or a repair? i dont understand how a multimillion dollar corporation would be this disorganized..
Just another reason to avoid HTC for the time being. Sorry for your troubles. I hope they send you your N1 back or what you paid for it.
My phone kept rebooting every few seconds so I sent it in. They sent it back and it had the same problem. So I sent it in again. They sent it back a second time with the same problem. I called support again and they asked if I wanted to send it in again to see if they can fix it. I opted for a swap and got a different phone.
Im sorry ur having troubles at htc that does suck but ur glad the next nexus is made by samsung? Not tryin to be a **** but wtf are u smokin? That phone looks like a shiney turd an samsung phones are cheap pieces of ****. Im sorry but samsung doesnt deserve to use the nexus name that belongs to HTC who makes the best phones whether u like them or not.
worker1 said:
My phone kept rebooting every few seconds so I sent it in. They sent it back and it had the same problem. So I sent it in again. They sent it back a second time with the same problem. I called support again and they asked if I wanted to send it in again to see if they can fix it. I opted for a swap and got a different phone.
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Click to collapse
This is what I am worried about. I opted to not have a swap sent to me on the off-chance that HTC pulls a "your bootloader is unlocked so we are keeping your 530 bucks" or a sneaky "this is not covered by warranty" trick.
If my phone comes back and still reboots randomly, I am going to call back, opt for a swap and assume that since the first time it was covered by warranty, it should be covered again for the exact same problem (hoping logic is not lost on HTC).
I wish they sent a shipping number when the phone was done. It has been sitting as "repaired" for a couple days now.
I called HTC and told them my phone was randomly rebooting. They sent me an email while on the call with a prepaid fedex label and gave me my ticket number. I mailed it out the next day using the printed prepaid label. I got an email next day that they received my phone. 3 days later I got an email saying the phone was repairs under warranty at no cost and was shipped back. 2 days later the phone was in my hands no issue. Took about 5 days or so but 2 of those were non business days. So I have to say, no arguments about HTC at all here
All is well here...got it today. Relocked bootloader too.
Sent from my Nexus One using XDA App
Someone had mentioned in another thread that they heard there were multiple people on this forum with the same issue as me. I tried the search function but wasn't able to figure out who else had this happen =/. I've seen the same thing happen during the Nexus 7 launch.
Basically I ordered two 16gb devices during the second order date, but when I received it I noticed they were both only 8gb . The IMEI # on my receipt (indicating 16gb) matches that on the box (indicating 8gb). I powered on one of them and I confirmed it was indeed it was 8gb. I contacted google, who basically said I will need to wait 6 weeks if I want the 16gb...
If this happened to you, how was it resolved? What else can I do in my situation?
But what did google say to the issue of ordering the 16 and getting an 8 instead? Telling you that if you want a 16 you'll have to wait 6 weeks does not address your issue. Did they refund you and or charge you for an 8 instead? Did they say they would send you an 8 instead of what you ordered?
If not, I would demand they send you what you ordered. Especially if they pulled a switch onu with authorization.
I don't see why u have to wait 6 weeks for their f.... Up mistake. They have tons stock for defect replacement call them and demand it
Sent from my Nexus 4 using xda premium
clockcycle said:
But what did google say to the issue of ordering the 16 and getting an 8 instead? Telling you that if you want a 16 you'll have to wait 6 weeks does not address your issue. Did they refund you and or charge you for an 8 instead? Did they say they would send you an 8 instead of what you ordered?
If not, I would demand they send you what you ordered. Especially if they pulled a switch onu with authorization.
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Well of course they apologized for the error, which doesn't exactly solve anything -__-. At first I was told I would need to ship both phones back and they will process the refunds and then I can go through the reorder process again. I claimed that it was unreasonable I have to go to the end of the line and wouldn't have a phone to use. So they said I can keep using it for now.
I was sent a shipping label and told, "I was told that the estimated return time is up to 6 weeks. Please let me know if you would like to keep the device--return the device for the correct device----or--get a refund." What's the best option for me? I wonder if they will send me the devices first, because I'm afraid if I ship it back they might end up issuing me a refund and no device... or make me wait 6 weeks!
CoCoGirl886 said:
Well of course they apologized for the error, which doesn't exactly solve anything -__-. At first I was told I would need to ship both phones back and they will process the refunds and then I can go through the reorder process again. I claimed that it was unreasonable I have to go to the end of the line and wouldn't have a phone to use. So they said I can keep using it for now.
I was sent a shipping label and told, "I was told that the estimated return time is up to 6 weeks. Please let me know if you would like to keep the device--return the device for the correct device----or--get a refund." What's the best option for me? I wonder if they will send me the devices first, because I'm afraid if I ship it back they might end up issuing me a refund and no device... or make me wait 6 weeks!
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Click to collapse
ask them if you can keep devices until they send the 16gb ones.
This is the second thread I've seen where this happened, as usual google customer service is useless.
First, make sure the serial numbers on the receipt match the devices. If they do, call up, say you have rattling and speaker buzz in both units (and you probably do!!).
Request an RMA for both devices. They have stock set aside just for defects/RMAs.
Once you receive the replacements, make sure both are 16GBs then ship then back.
Google shouldn't make you wait 6+ weeks for their fvck up when they have replacement stock sitting right there!
Sent from my Nexus 4
FallN said:
First, make sure the serial numbers on the receipt match the devices. If they do, call up, say you have rattling and speaker buzz in both units (and you probably do!!).
Request an RMA for both devices. They have stock set aside just for defects/RMAs.
Once you receive the replacements, make sure both are 16GBs then ship then back.
Google shouldn't make you wait 6+ weeks for their fvck up when they have replacement stock sitting right there!
Sent from my Nexus 4
Click to expand...
Click to collapse
The RMA stock is on a 5-6 week back order they are out of RMA stock.
Sent from my Nexus 4 using Tapatalk 2
Jefferyrbrown1983 said:
The RMA stock is on a 5-6 week back order they are out of RMA stock.
Sent from my Nexus 4 using Tapatalk 2
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Click to collapse
Wouldn't be surprised. I see a lot of threads of users exchanging their devices because of their own fault and the silliest things that don't need to be rma in the first place
Sent from my Nexus 4 using xda premium
I just called Google and requested an RMA because of a faulty mic. If you are with in your 15 day return period, you can do this.
They said I would get my replacement with in 3-5 days, and they emailed me a return label before I hung up. Told me to send back my phone once I get the replacement. Once I get the replacement, I have 21 days to send them back the bad one.
clockcycle said:
I just called Google and requested an RMA because of a faulty mic. If you are with in your 15 day return period, you can do this.
They said I would get my replacement with in 3-5 days, and they emailed me a return label before I hung up. Told me to send back my phone once I get the replacement. Once I get the replacement, I have 21 days to send them back the bad one.
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Click to collapse
You might be waiting a while a very good friend of mine dirtyhamster has been waiting for 2 weeks and still doesn't have it. She was recently told all Rma's are on bo. But then just yesterday another pre-auth hit her card so maybe they got more RMA stock. Good lunch and I hope u get it sooner than later. BTW there is a RMA thread where u can probably get better info than with me.
Sent from my Nexus 4 using Tapatalk 2
Has anyone bought a Nexus 10 from a place other than the Play store and had to RMA their device? I am curious as how Samsung's service is in terms of getting a replacement unit out to you. Getting a replacement unit from Google is pretty simple but is it as easy to get one from Samsung? Do they attempt to fix the device (for example, if you had light bleeding) or do they send you out a new unit?
Bad service.
ayman07 said:
Has anyone bought a Nexus 10 from a place other than the Play store and had to RMA their device? I am curious as how Samsung's service is in terms of getting a replacement unit out to you. Getting a replacement unit from Google is pretty simple but is it as easy to get one from Samsung? Do they attempt to fix the device (for example, if you had light bleeding) or do they send you out a new unit?
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Click to collapse
I bought mine from walmart and thought my battery was bad. I called samsung and it was painful to say the least. They transferred me 5 times. Once they sent me to google cause they said they didn't handle nexus products. Google sent me back to them I picked the wifi only option and they told me again it was a google product I told him I just got transferred back by google. He sent me to the manager who again tried to tell me they didn't deal with nexus products. So I told them my problem and told them I felt the battery was bad. He finally just said okay I'll put in a ticket for you to send it to Texas (I believe he said, wasn't really listening as I felt I should have just got a new one). He said the process would take somewhere from 2-3 weeks. I said forget I'll just deal with the bad battery until I can buy one and replace it myself.
The shipping process with Samsung is much the same except that it takes multiple transfers on the phone to find someone that has a screen that can do an RMA ticket on the device. My problem is that in doing the work they don't really make sure they solved the problem you had. I had my screen replaced and they put a worse screen in with four corners of large light bleed and they even managed to scratch up the back of my device. I was upset to say the least and had to ship it back for them to fix their shoddy workmanship. On top of that... I sent mine back on the 16th and it didn't get opened until 2 days after arrival. As of a week ago it has been sitting on hold waiting for parts. So its been in Samsung's hands now for 2 weeks and no word on when they will get whatever parts they need in stock or ship it back. When you ship they pre pay a 2 day air ups label and send it back 2 day air as well. Hope to get it back reasonably soon as the device has been out of use now for over a month. First trip took about two weeks total. Second trip who knows.
BTW, I did buy mine from play but was tired of worse RMA replacements. Everything was perfect on mine other than a little dimming along the camera edge of the screen and a dead pixel.
Sent from my often RMA'd Nexus 4, So that I can use the one I'm using now when I get the 6th and hopefully final one.
Hello,
I've owned a pixel device for about 2 months now and had started to experience issues with the battery life, standby battery drain and phone shutting off at about 20 percent each time. So I call up google support and explain these issues to them. They agree to replace the device for me. Having purchased the device from a retailer other than google I did not have the option to advance RMA and had to go with the standard one.
On 15th of Feb, I received a mail with shipping labels and other RMA details. On 22nd Feb I send in the phone which they received on 27th. Google is yet to acknowledge this through any mail but their support team over the phone assured me that the phone was received.
Initially, I was promised that a new or refurb phone will be dispatched immediately after the tracking details were updated. Google never met this expectation and so I call them up regarding the same and I was told that it could take 5-10 days for them to process the RMA. At this moment I requested them if they could do anything to expedite the process but they responded negatively every time and told I have no option but to wait which by the way is still the same answer I get every time I call them.
After 10 days passed I hadn't yet received any mail or updates regarding the new device, so I call them up and question the same to them, to which they replied that they need to escalate the case and that it would take them another 48 hrs to resolve the issue. It has now been 4 days since and google still has no idea where my old or the new phone is and they tell me to have patience and wait for the back end team to reply. I must have now spoken to at least 10 representatives and they all give me the answer that nothing can be done about it and that make me feel as if I shouldn't have gone in for the RMA in the first place. I've even requested them to send me back my old faulty unit but refuse to do even that as they don't have the authority to do that.
After reading online, I wasn't shocked to find that am not the only one who has faced such an issue. But what shocked me was that the person hadn't received a device for 50 days and was going to court to file a complaint. Am scared that I don't become a victim of poor google after sales service and have to go to the extent of going to the court.
Edit : - Ok. So I've just gotten off the phone with another representative and he has informed me that I should wait for at least another 48 hrs. So that makes the total turn-around time of about 20 days. That is if they happen to resolve the issue this time.
About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.
I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone? I read about another guy who experienced the same thing and he had to call his creditors and whoever else automatically deducts from his account, because he didn't have the funds to cover his bills. I'm sure theres a lot of people out there who can't cover that even for a few days, or at all. What if you only have $400 to your name?
I dont see why they they dont do like everyone else by sending you the new phone and waiting until they get the old one before they decide to charge you for it.
---------- Post added at 10:50 PM ---------- Previous post was at 10:47 PM ----------
UnusualSuspect said:
About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.
Click to expand...
Click to collapse
Mine had that problem. Dead mic, speakers, couldn't make calls, but mine was also really laggy. It was strange because I called my boss in the morning (the day my phone took a dump) and a couple hours later it just stopped working for no reason. Is this a known issue? Has anyone pinpointed a cause?
EDIT: Ok so I just read up and apparently a solder joint/circuit can split disabling all sound and audio processing. Which makes sense, because I couldn't even makes calls using a bluetooth heaset
That stinks. I had a replacement phone in less than 48 hours from the time I sent my old one via FedEx.
magnumtripod said:
I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone?
Click to expand...
Click to collapse
I just thought I'd fill in some info about credit cards - nothing actually useful for the main problem this thread is about.
More than likely it was actually a "pre-authorization". A pre-authorized charge effectively puts whatever amount on hold and appears as if it's just a normal transaction. In actuality, unless the company who made the charge (Google) takes action, a pre-authorized amount automatically falls off your credit card after up to 5 days or so. I'm not an expert on this, and I don't work in the credit industry - just from working lots of retail, which I don't do anymore, either. So basically, Google didn't control when the charge no longer appeared on your card, and it only would have remained on your card if Google took further action "solidifying" the pre-authorized amount. There's probably a better explanation but as I said, I'm no expert.
Hello
i am a pixel owner,i live in Greece but the device is bought from USA.So i don't know what to do if something goes wrong with the device.
I make a research but i can't find an email or something else to ask google what to do.Does anyone knows how i can find from where my device is bought?
Thanks in advance
For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.
mikeprius said:
For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.
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Click to collapse
Yes.
I hear all these stories about RMAs, shipping in your phone, and the entire hassle of packing it up, taking it to a shipping center and hoping it makes it there,etc, i honestly hope I do not have to go through any of that. It sound like a pain!
For a short time last year i tried out an iPhone, and there is nothing like being able to walk into the store, buying it, and having someone there to answer your questions. When I decided not to keep it , i simply took it back, told the dude 'its not for me right now' , got an instant refund on my card and literally did not get drilled on exactly why I was returning it. From the time I walked out my door to the time I got home about an hour ish of my time and hassle.
I like Google stuff, and i really like my Pixel, no issues at all with it, but that Iphone buying experience is what Google needs to meet or exceed. I know we are living more and more in an online world, but Google needs to figure this out FAST, or they will not be able to compete with that kind of customer service and support considering the cost of this thing and all the drama I have heard about people returning it. I highly doubt you would get a run around and be made to wait if there was a Google store like an Apple Store.
Its about the customer service/support for buying a very high value item and not being treated like a turd from what it seemed like the OP is being treated.
Actually no alot of us enjoy never having to walk in to an Apple store, most of the time you have to have an appointment or wait an hour in my area. Google support has always been above and beyond here but I deal through project fi, they have excellent customer service. Far beyond Apple Care and cheaper imo.
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
radi0chik said:
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
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Hello...
They Huawei has a lot of issues with the N6P lately.
Phones having degraded batteries, phone Entering bootloop with no fix. Every week, there are more and more people coming on XDA with those issues.
I can imagine the rest of the world, basic consumers who don't know tech websites also have the same issues. Huawei certainly can't keep up with so much phones/motherboard/battery replacement and i guess they don't have much stock at the moment. Some with 32GB version even got 64GB or 128GB versions back...
I don't know a way to speed up the process unfortunately. Hoping you'll get your husband's device back asap.
Cheers...
5.1 said:
Hello...
They Huawei has a lot of issues with the N6P lately.
Phones having degraded batteries, phone Entering bootloop with no fix. Every week, there are more and more people coming on XDA with those issues.
I can imagine the rest of the world, basic consumers who don't know tech websites also have the same issues. Huawei certainly can't keep up with so much phones/motherboard/battery replacement and i guess they don't have much stock at the moment. Some with 32GB version even got 64GB or 128GB versions back...
I don't know a way to speed up the process unfortunately. Hoping you'll get your husband's device back asap.
Cheers...
Click to expand...
Click to collapse
Thanks for the reply!
Sounds like I should just break down and buy something else for him and even if/when I get this one back, just sell it ASAP! Ugh.
radi0chik said:
Thanks for the reply!
Sounds like I should just break down and buy something else for him and even if/when I get this one back, just sell it ASAP! Ugh.
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Click to collapse
Not trying to scare you by the way... :angel:
This phone is really great. It's just sad how they handle the issue. No proper explanation on the origin of the problem. People having a 1 year warranty see their device dead after 12 to 15 months and can't do anything...
Huawei Google made some exceptions for those whom their warranty ended, but others have to pay for battery/motherboard replacement and that's just a shame. When they clearly know the device will fail anyway...
I was one of the folks with the one plus one that got in the "bad batch of touchscreens" and I had similar problems getting it fixed. Maybe I'm just not meant to have smartphones.
This is very unfortunate, however I don't think there is much that you can do to speed the process up. Huawei made a great phone with the 6p, however their direct customer support has been lack luster at best. I wouldn't hesitate to buy another Huawei device, however I would not purchase it directly from them. I bought my 6p from Google and they have had very great support for the product, even replacing the device when it was 6 months out of warranty as I was having battery issues. So my advice would be to purchase from Google the next time as manufactures aren't really geared toward customer service. I hope that you get your device back very soon.
tommyg562000 said:
This is very unfortunate, however I don't think there is much that you can do to speed the process up. Huawei made a great phone with the 6p, however their direct customer support has been lack luster at best. I wouldn't hesitate to buy another Huawei device, however I would not purchase it directly from them. I bought my 6p from Google and they have had very great support for the product, even replacing the device when it was 6 months out of warranty as I was having battery issues. So my advice would be to purchase from Google the next time as manufactures aren't really geared toward customer service. I hope that you get your device back very soon.
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Click to collapse
Google has been great on support and very lenient on granting returns from the beginning throughout the Nexus line, but I'm pretty sure you won't be buying another Huawei phone through Google. With the finger-pointing both ways on the 6P, I think they are done.
I feel your pain
radi0chik said:
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
Click to expand...
Click to collapse
Yep, my 6p- Aluminum 32GB phone had the problem. Same issue plaguing others too, infinite bootloop. Android Recovery Mode doesn't fix it, nothing does.
I sent it to Huawei on 3/10/17 and its now 4/14/17 and they still haven't given me back the phone. The message they give me is "the phone is fixed and is just waiting to be shipped"..... yeah sure I have been told this 4 time since 3/24/17, an ETA please? No, no ETA. You start to get suspicious the second time around and downright furious on the 3rd......and 4th time 21 FREAKING DAYS LATER. Had it escalated today 4/14/17. Hoping for the best :silly:yeah no I'm not. Lawsuit time?
stealthraven5 said:
Yep, my 6p- Aluminum 32GB phone had the problem. Same issue plaguing others too, infinite bootloop. Android Recovery Mode doesn't fix it, nothing does.
I sent it to Huawei on 3/10/17 and its now 4/14/17 and they still haven't given me back the phone. The message they give me is "the phone is fixed and is just waiting to be shipped"..... yeah sure I have been told this 4 time since 3/24/17, an ETA please? No, no ETA. You start to get suspicious the second time around and downright furious on the 3rd......and 4th time 21 FREAKING DAYS LATER. Had it escalated today 4/14/17. Hoping for the best :silly:yeah no I'm not. Lawsuit time?
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Click to collapse
That doesn't sound promising They CLAIMED they shipped the phones out overnight, once they were fixed. Yeah I'd be livid. I'm sorry, let me know if you ever get it? *sigh*
anyone know how I can relock the bootloader so i can send it my in for RMA - using toolkit but it bootloops on me
r29 said:
anyone know how I can relock the bootloader so i can send it my in for RMA - using toolkit but it bootloops on me
Click to expand...
Click to collapse
Hello,
Does it even bootloop while in bootloader? I thought bootloop happens when trying to reboot to system or recovery?!
Also, why using a toolkit to lock your bootloader?
Boot to bootloader and "simply" issue:
fastboot flashing lock
In a command prompt...
Good luck...
5.1 said:
Hello,
Does it even bootloop while in bootloader? I thought bootloop happens when trying to reboot to system or recovery?!
Also, why using a toolkit to lock your bootloader?
Boot to bootloader and "simply" issue:
fastboot flashing lock
In a command prompt...
Good luck...
Click to expand...
Click to collapse
Got it to work. didnt have the latest adb tools.
Same boat
I'm kinda in the same boat, I sent in my 6p for repair, got an email this Monday telling me that they received the phone and would let me know if it was under warranty and if it would be repaired, if it couldnt they would let me know. The very next day I get my phone back and they just threw it in a half empty box with 1 little piece of bubble wrap and it was not repaired. There was no paperwork as to why it was returned not repaired and when I called Huawai they had no idea why it was returned. All they told me was that they would escalate it to a supervisor. So far I have not heard anything. I will not quit until I get a replacement device.
radi0chik said:
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
Click to expand...
Click to collapse
glserr said:
I'm kinda in the same boat, I sent in my 6p for repair, got an email this Monday telling me that they received the phone and would let me know if it was under warranty and if it would be repaired, if it couldnt they would let me know. The very next day I get my phone back and they just threw it in a half empty box with 1 little piece of bubble wrap and it was not repaired. There was no paperwork as to why it was returned not repaired and when I called Huawai they had no idea why it was returned. All they told me was that they would escalate it to a supervisor. So far I have not heard anything. I will not quit until I get a replacement device.
Click to expand...
Click to collapse
oh hell. Sounds like I'll be lucky if I ever see it again. Geez. NOT a good reputation these Huawei people have.
I sent mine out March 26th and I'm in the same boat as everyone. They will not give you an update on the phone. Been about a month now. Tried heckling with Google to no avail. Ended up buying the s8+ bc I couldn't wait any longer. I also emailed the lawyers who are doing the class action lawsuits in hopes I can add my name to that list. We will see what happens